In this phase, you are asked to assess an IT service using the ITIL framework you learned. Use a company or organization you work for (An IROBOT company), you know or the one you researched online as the case for this project (make it as real as possible). Assess its IT service and make recommendation in line with ITIL best practices recommendations for specific processes. You can focus on Service Support or Service Delivery area if you could. You are encouraged to use KPIs (Key Performance Indicators) to measure service objectives (e.g., a lower cost per incident resolution). Without measured data, there would be no base for your recommendation. KPIs are the standard ones that are mentioned in the ITIL volumes.

1. An executive summary
2. Description of the organization and its IT service department.
3. IT services offered by the organization and the service areas are to be assessed (must pick minimum two service areas)
4. Assessment analysis on the IT services
5. Key performance indicator identified
6. Recommendations to the organization
7. Conclusion